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Description
To successfully meet your business objectives, it's crucial that your call center agents, managers, and supervisors work cohesively. Utilizing Aspect Performance allows you to analyze both historical and real-time data, presenting insights tailored to the specific needs of each user, which empowers employees to identify areas that require improvement or where focused coaching can help align efforts and achieve goals. By taking advantage of pre-configured reports, dashboards, and key performance indicators, you can gain a comprehensive view of how your resources are performing in relation to your operational and strategic targets. Enhance your understanding of performance issues by visualizing data through user-friendly charts, heatmaps, and graphs that pinpoint the underlying causes of any shortcomings. Additionally, equip call center supervisors with the necessary insights to recognize agent weaknesses while providing them with tools for both spontaneous and automated coaching opportunities, thereby fostering a culture of continuous improvement. This holistic approach not only boosts individual performance but also drives overall team success.
Description
Cisco Webex Workforce Optimization offers a comprehensive suite of tools designed for managing team performance, thereby improving our Unified Contact Center Express and Webex Contact Center solutions. For supervisors to provide efficient, customer-centric service, they require access to essential data and tools that enable them to oversee team performance and foster outstanding customer interactions. By implementing scalable solutions for voice and screen call recording, along with quality evaluation methods, organizations can boost first call resolution rates and enhance overall team productivity. This solution alleviates the burden of scheduling from managers, allowing them to prioritize strategic enhancements and engage in real-time feedback processes. Additionally, by utilizing insights derived from speech and desktop action analysis, organizations can refine customer experiences while driving revenue growth. Importantly, Webex Workforce Optimization seamlessly integrates with Cisco Unified Contact Center Express and Webex Contact Center solutions, thereby enhancing the supervisor experience and contributing to the establishment of a world-class contact center. This integration ultimately paves the way for a more efficient operation where both customer satisfaction and team performance are prioritized.
API Access
Has API
API Access
Has API
Integrations
Aspect Quality
Aspect Workforce
Cisco Unified Contact Center
Webex Contact Center
Integrations
Aspect Quality
Aspect Workforce
Cisco Unified Contact Center
Webex Contact Center
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
No price information available.
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
Aspect, an Alvaria Brand
Country
United States
Website
aspect.com
Vendor Details
Company Name
Cisco
Founded
1984
Country
United States
Website
www.webex.com/us/en/products/workforce-optimization.html
Product Features
Performance Management
360 Degree Feedback
Compensation Management
Custom Rating Scales
Customizable Templates
Individual Development Plans
On-going Performance Tracking
Peer Appraisals
Review Cycle Tracking
Self Service Portal
Self-Appraisals
Skills Assessments
Weighted Performance Measures
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning
Product Features
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning